Farmers Insurance Group, Inc

Initial Business Response /* (1000, 10, 2016/11/28) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
November 25,
Thank you for taking the time to communicate how your experience at our Collision Centre in *** has not met
your expectationsCustomer satisfaction is of great importance to us at O'Regan's and as a proud member of the Revdex.com for over years, we review each customer concern carefully in an effort to provide a reasonable and just solution
We have closely reviewed the situation and have confirmed that vehicle repair protocols were followed and that all email communication was promptly replied to within two hours of being received during business hours
Initially, we explained that if no supplements or additional damages were found, the repair would take approximately daysAt times, repairs take significantly longer than originally estimated due to unforeseen supplemental damagesWe regret that this is the case with your repairYour family's safety is our priorityTherefore, additional repairs and more time are needed to complete the repair to industry safety standardsRepairs were also delayed by roughly two weeks, while awaiting your authorization to order parts
Initially, we replaced a section of the front frame, as per the original estimateThis section was not repaired, as described in your letterOn Monday, November 7, we explained that your vehicle was scheduled for a wheel alignment at O'Regan's ***We advised you that if it passed, your vehicle would be ready to be picked up that dayHowever, it did not pass the alignment test and required a full Hydro frame replacement due to damages that weren't visible during the original estimateThe frame installation will also be done at O'Regan's ***, as manufacturer service centres replace full vehicle frames
You have asked that we tell your insurance company that your vehicle is not repairableWe have an obligation to provide accurate information to your insurance company; your vehicle is repairable and we have communicated that to them
You have asked us for a replacement vehicleYour insurance coverage is designed specifically for these types of situations; your insurance company is responsible for valuing vehicles, for making the decision to repair or write off damaged vehicles and for providing alternate transportation as per the terms of your policy
To clarify, our collision centre is responsible for providing insurance companies with estimates to repair damaged vehicles and for completing repairs with a lifetime warranty that protects our clients and their families against defective workmanship and materials for as long as they own their vehicles
We understand that this situation has been a source of frustration and concern for you and your familyWe regret that the supplemental repairs were required causing a significant delay in the repair of your vehicleYour insurance company has made the decision to repair your vehicleWe will do our best to give you and your family the kind of service you deserve by repairing your vehicle to industry safety standards and providing you with a lifetime warranty to protect against defective workmanship and materials for as long as you own your vehicle
Thank you for your patience and for allowing us the opportunity to review this situation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I maintain that the timeline of purchase by month's end was NOT disclosed by your representative at the time the deposit was paid and, as stated, that would have precluded me from making the deposit had I known
I do appreciate O'Regan's opting to not escalate this further by offering to refund the deposit. The cheque should be sent to my new address on *** ***

*** *** with firm states that Mr*** has been credited as of 4/and the matter is now resolved

Initial Business Response /* (1000, 8, 2016/04/18) */
***
We would be very pleased to repair***'s vehicle or facilitate trading it in for a replacement vehicle
On March 18,
2016, a carbon cleaning was recommended to ***, under the advisement of the manufacturer's District Part and Service Manager (DPSM)This is recommended as part of regular maintenance to clients whose vehicles are not driven very much where carbon tends to build up and cause noiseThis service was declined by the client
Further more, a ball joint was recommended to be repairedThis repair would be covered under warranty with the exception of a $*** deductible to the clientA failing ball joint affects the safety of the vehicle, however this service was declined by the client
We have no record of a transmission issue at O'Regan's ***If the client would like to bring his vehicle in to have it looked at for this issue, we would be pleased to do so at his earliest convenience
We would also be happy to discuss the option of trading his vehicle in
*** can contact me directly to book an appointment to have the transmission issue diagnosed at O'Regan's *** or to further discuss trading his vehicle inI can be reached directly at***
***
Initial Consumer Rebuttal /* (3000, 10, 2016/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
- *** to properly diagnose and repair the Engine problem
- Cleaning the engine is*** engine partsSpecially when it is proposed by the ExpertsInitially I declined it as it is not the right answerNot sure why records does not show that I accepted the cleaning option after I had a very*** phone call from an *** representativesIt was agreed that I will receive a call to arrange it.!!
- The vehicle has been driven for km over the past and 1/yearsFor an average of km a monthWhat definition/standard has been used to label my vehicle as "vehicles are not driven very much where carbon tends to build up and cause noise"Carbon build up was never explained to me because of "Low mileage - as claimed"***
- Agree, no records of the transmission issue simply because of diagnosis failureRecords show that I complained of "Metal friction sound at low speed" on couple of occasions and it was thought to originate from the brakes and the vehicle was inspected and came out "Brakes has been looked at and all ok"!!!! the minute I got back to drive the vehicle "I can hear the sound again"
- This metal friction sound arose after the re-installation of the engine on the vehicle after a claimed repair
- I can speak more and more to whoever wants to listen on delay ***
I do not feel comfortable to give my vehicle to *** for repair unless it is under a experienced professional's care
Needed Repairs:
- Engine (Spark knocking sound)and misbehavior that include (the engine accelerates of its' own and on two separate occasions engine shut down when lifted my foot from the accelerator)
- Metal friction soundFrom transmission
- Left ball joint to repair as part of the overall repair NOT as an individual issue to be dealt with separately
Work to be done has to be pre-approved by me first
Still trading the vehicle would be an option
I can be reached over my phone for any further details $ inspection $ repair appointment
Final Business Response /* (4000, 12, 2016/04/25) */
We have contacted *** directlyAfter reviewing the situation, we mutually agreed that the best next step was to have our senior technician road test the vehicle with him to make sure we are addressing the issues he is experiencing
This appointment is scheduled for tomorrow, Tuesday, April 26,

Initial Business Response /* (1000, 5, 2016/05/04) */
***
Dear ***:
Thank you for taking the time to communicate how
your experience at our O'Regan's *** *** did not meet your expectationsCustomer satisfaction is of great importance to us at O'Regan's *** we certainly take any claim of misrepresentation very seriously
I understand your frustration in not achieving the posted fuel consumption ratingsI certainly respect that you made a significant investment when purchasing the *** and know that this decision was based on the information provided to you by our Sales Consultant and published by *** ***
We believe that the published fuel consumption ratings are realistic and achievableWe have made several attempts to work with you to determine whether or not your *** was defective and using more fuel than would be expectedAll attempts, including when you accompanied our Sales Manager for a road test in your vehicle, indicate that your vehicle is in proper working order and able to achieve fuel consumption similar to that posted by *** ***
As a next step, I recommend that you accompany our Assistant Service Manager, ***, on a road test while your *** is connected to Techstream, a *** *** software system used to provide clients and service personnel with live data from vehicles while they are being drivenThis will help confirm what fuel consumption is being achieved
I regret that I cannot provide you with information other than what is published directly from *** ***, as you have requestedHowever, if there is a variance between the live data produced at the time of your next visit and the data your vehicle is currently indicating, we would be pleased to work with you to identify possible driving changes to help you achieve those same resultsWe have always wanted a long and positive relationship with you and hope that you will accept this recommendationThe road test will take minutes and can be completed at your earliest conveniencePlease contact *** to book a time that works best for youHe can be reached directly at: ***
Thank you for your patience and for the opportunity to allow us to help resolve this issue
***
Initial Consumer Rebuttal /* (3000, 7, 2016/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear ***,
Thank you for your response to my Revdex.com complaintI wish I felt like you were trying to address the actual problem, but I feel to same avoidance and run-around I've been getting for months
You said: "We believe that the published fuel consumption ratings are realistic and achievable"
Then tell me why several people in your shop, including at least two at the service desk, told me that the published numbers are for an "ideal world", ***
You said: "We have made several attempts to work with you to determine whether or not your *** was defective and using more fuel than would be expectedAll attempts, including when you accompanied our Sales Manager for a road test in your vehicle, indicate that your vehicle is in proper working order and able to achieve fuel consumption similar to that posted by *** ***."
Yes the vehicle is "able to achieve fuel consumption similar to that posted by *** ***", *** showed me that when he drove the car and pointed out all the things one does to reduce gas consumption, which was nothing new to me because I've been doing that for years in a non-hybrid carThen I proved this when I left *** and retraced the same route he drove and I had better fuel economy than he hadWhat is the point? I don't spend my days driving along a railroad track with no hills!
What I didn't understand from the session with *** is why he wasn't concerned about how I driveHe drove our car for km with a fuel consumption of 6.7, which seems just wonderfulThen he said good bye, I guess thinking that he proved a pointThen as I said, I did the same route with What was really frustrating was that he could not, or would not, give me specific information about the fuel consumption of the similar vehicle that he had as a demoThere was vague reference to consumption around with the implication that this was normalOf course, I can't get anyone at O'Regan's to give me a figure like that in writing*** *** says they don't have such dataThey are either irresponsible to not collect such data or everyone is hiding the informationI still maintain that we were ***
Regarding a road test with a technician, I can tell you what fuel consumption is being achievedI have a record of all fuel consumed and the corresponding kilometers since purchase (expect for one partial fill done by someone else)What will a gadget tell me? Over km we have an average of 10.6, which is 24% higher than your realistic Of that the one long trip to *** gave us and the remainder which is mostly city driving was 11.2, which is 32% higher than I thought a hybrid was supposed to excel in stop-acity traffic
A road test might be usefulOver those km there were fill-ups when I have the data on the car reading and my actual calculation of fuel consumptionThe car is reading 5% high, on average
You said: "I regret that I cannot provide you with information other than what is published directly from *** ***, as you have requested." Are you saying you cannot provide the data because it doesn't exist or you just refuse to do so? What I've been told by your employees is that is not a realistic figure and I suspect they know why
Yours truly,
***
Final Business Response /* (1000, 11, 2016/05/19) */
Dear ***,
I am sorry that you feel the same avoidance and run-around in our communication with you on this matter over the last monthsWe have always openly communicated with you in a timely manner using all the information and expertise we have available to us
We are not hiding anything from youWe want a long and positive relationship with youIf we had access to the personalized fuel consumption data you have requested, we would have given it to youWe do not have the ability to predict fuel consumption for clients, customized for their individual routes, uses and driving styles
I still recommend a road test with our Assistant Service Manager while your vehicle is connected to TechstreamThis system will show us if something is making your vehicle burn more fuelWe maintain that we can achieve the fuel consumption ratings published and would be pleased to work with you to clarify where the difference in your fuel consumption comes fromI also understand that you have been in contact with *** *** directly and they have provided you with an explanation of *** ***'s testing methods and fuel consumption variables
Beyond the above mentioned road test, as a dealer we are unable to provide any further assistance on this issueAny further questions or concerns should be directed toward *** *** and/or *** ***
***

O'Regan's feels that the pricing policy on aftermarket parts is justified due to the reasons already outlined; however, we do apologize that the pricing of the aftermarket part in this instance was not discussed more fully; O'Regan's pricing in relation to that of the manufacturer of the aftermarket part is not always top of mind to Service Advisors. It is for this reason that O'Regan's *** *** would like to extend a goodwill gesture and refund the customer the difference between the manufacturers suggested retail and O'Regan's pricing. O'Regan's *** *** would ask that the customer contact the Fixed Operations Manager at the dealership for a refund

Initial Business Response /* (1000, 5, 2015/09/02) */
O'Regan's Dartmouth Hyundai would love to sell all of our customers the exact vehicle they want, however; when a customer has a lower credit score, financial institutions will only approve up to a certain amount in terms of a paymentTypically
these payment amounts are lower and this will usually, unfortunately, take SUV's out of the runningOnce the payment amount allowed by the financial institution is established, we then look for vehicles that fit the payment and paper work is prepared ahead of time solely for the sake of convenienceIf the customer does not like any of the vehicles that were selected, they are certainly under no obligation to sign the paperwork and complete the purchase
In terms of the Walkaway coverage, there are certain parameters (such as job loss or illness) that need to be met in order to use the coverageMr*** was instructed to call Walkaway so they could determine if he had legitimate reasons to use the coverage
Mr***'s wife's vehicle was brought in to our O'Regan's Dartmouth Hyundai service department and checked when questions about the vehicle's mechanical fitness were brought to our attention, and nothing was found to be wrong with the vehicleIf Mr*** still feels that there is a problem with the vehicle, we would ask that he please contact *** ***, General Sales Manager, at the dealership and arrange to have the vehicle checked again
Mr*** is also welcome to contact *** *** to discuss alternate means of downsizing to one vehicle at any time*** can be reached at: *** or ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called and told them about it and both vehicles were safety by them how safe can it be when your driving and the car shuts down and you almost go off the road *** do you really think I want cars that are on safe I would have kept my old one I'm not a mechanic but when something's wrong with the vehicle I know and what I was told when we went down there when we brought the cars back I told him of all the day w where we can bring back our cars but I was told not to worry about that my wife cars under warranty for everything apparently and they still couldn't do nothing about it and they can't find anything wrong with it *** the car is actually parked in the driveway we are not using it I had to go buy another vehicle and have to pay insurance on both vehicles now including mine so that's three vehicles that I pay insurance on why not happy
Final Business Response /* (4000, 10, 2015/09/11) */
If no issue was found when Mr***'s wife's vehicle was brought into the service department, then no repair could be made; we cannot fix a problem that we cannot diagnoseHowever, as mentioned in our previous response, if Mr*** still feels that there is an issue with the vehicle we would ask that he contact *** *** at the dealership to arrange to have the vehicle looked at again, as we would be happy to fix the issue if we can diagnose it
Also, as mentioned in our previous response, Mr*** is welcome to contact *** *** to discuss alternate means of downsizing to one vehicle
Final Consumer Response /* (4200, 12, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Look I have asked you nicely and I have been patient and all I asked was to be treated like you at oregans entitled I know I had days to return the cars you guys told me not to worry about it that everything would be ok well to tell me one thing and not tell the truth *** I told you what I wanted I did not get what I wanted I did not get the cars fixed and I know I can down size to one vehicle by paying you guys a fee to take one of the cars but I still would have a car that I don't want and deal with people at oregans and fight with them over to cars that pretty much forced on me even though you guys think I could of walked a way at first but how could I I was told that if I go anywhere else I would knock my credit down and I would not be able to get a car anywhere else and I had to take what was there well I had no choice but to we as a family needed to cars *** and when the car you had was falling apart and on safe *** I asked for a safe vehicle and yet we almost went off the road twice so I parked it and went looking for another vehicle one that is safe I'm not trying to fight I am just asking for you at oregans to keep your word

Initial Business Response /* (1000, 6, 2015/10/22) */
O'Regan's *** has already advised*** that they will cover the cost of the repair to the radio at no cost to himAs far as we are concerned this issue has already been resolved for***; however, if he has concerns that remain,
we would encourage him to contact the Fixed Operations Manager, ***, at the dealership

Initial Business Response /* (1000, 5, 2017/04/13) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
April 12,
In November 2013, *** bought a Walkaway Insurance policy, which is administered by
***This Elite coverage with Month Payment Relief was purchased for $*** plus tax with the purchase of his ***
In April 2016, *** contacted Walkaway Insurance to initiate a claim for payment reliefHe then received the sum of $***, which is the equivalent of months of payments, as per his Walkaway coverage
When the month payment relief period ended, *** spoke with *** (a Walkaway Insurance representative) to initiate a claim to return his carThe vehicle return protocol requires that the vehicle be inspected by an independent inspection agentwear and tear is expected and not chargeable under the terms of his contract, however ***'s vehicle was found to have $*** in excess damages
As with any contract, both parties must fulfill their obligationsWalkaway has fulfilled their obligations to date and is also willing to reduce the excess damages charge from $*** to $*** as a goodwill gesture
*** is responsible for having the damages repaired (independently or via his insurance company) and having the vehicle re-inspected, or for paying the reduced balance of $***
We understand that this is a challenging situation for ***However, his choice to purchase this policy has served him well as the vehicle return claim will result in a Walkaway claim settlement in the amount of $*** when the customer is able to fulfill his obligations, in addition to the $*** he has already received, for a total benefit of $***Therefore, it is clear that the financial benefits of this policy far outweigh the client's obligations
I would be pleased to speak with *** to further review his concernsI can be reached directly at ***
Sincerely,
***
Director of Customer Relations
O'Regan's Automotive Group
Initial Consumer Rebuttal /* (3000, 7, 2017/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In April 2016, *** contacted Walkaway Insurance to initiate a claim for payment reliefHe then received the sum of $***, which is the equivalent of months of payments, as per his Walkaway coverageIt is now April and I am still fighting to get this claim finishedWhy a year later, well because I was required to make payments throughout this whole claim period
The vehicle return protocol requires that the vehicle be inspected by an independent inspection agentwear and tear is expected and not chargeable under the terms of his contract, however ***'s vehicle was found to have $*** in excess damagesWell if you look at the report it charges for hrs to repair rust and hrs for Previos paint(poor)The car was never painted so now I got to wonder if it was there before I purchased it and how many of these scratched may of been present when I bought the carNo where in this policy does it say that a year old car has to be in showroom condition and I would like to see the condition report for this vehicle at time of purchase
*** is responsible for having the damages repaired (independently or via his insurance company) and having the vehicle re-inspected, or for paying the reduced balance of $***First of all none of this is explained when your selling the policy to people, simply put your told that they will make payments and at the end of months the vehicle gets returned and you walkaway with no financial deptThis insurance person was sent down from *** by the walkaway people and submitted a claim making the vehicle sound very badI would like to be able to post pics of the car on this site so the public may have a look at said damages if I can even get them to show up in a picWith this report done, O'Reagans then got involved and agreed to purchase a yr old vehicle with approx 77,klms and a fairly new N.S2yr old motor vehicle inspection for the low price of ***, This car can be sold easily for *** therefore a considerable profit to be made by O'Reagans
You then go on to say that, We understand that this is a challenging situation for ***However, his choice to purchase this policy has served him well as the vehicle return claim will result in a Walkaway claim settlement in the amount of $*** when the customer is able to fulfill his obligations,
Well I have recieved a letter telling me that the claim will be closed later this month, more or less take it or leave itSo you feel you have done enough then should not the name of the policy not be changed to reflex your statement, this is no longer a walkaway policyI will be willing to see this vehicle for *** to a private buyer and cut O'Reagan's from making a profit from this situation
Final Business Response /* (4000, 9, 2017/04/26) */
We have closely reviewed the situation and have worked with the insurance provider, Walkaway Insurance of Insurance Insights Inc, to ensure that you have received the full benefit of your policy, as per the terms of your contract
Four years later, we have no way of knowing what was discussed at the time of saleWe therefore can only refer to the documentation on file for clarification, which is signed by you:
"To qualifyYour payments are not in arrears, You have valid automobile insurance coverage in force on Your Vehicle and You have fulfilled Your Obligations under this Certificate of Insurance." (Page of contract)
"Obligations means You have all insurable damage to Your Vehicle repaired and You have been indemnified for eligible third party coverage as provided by Your Standard Automobile Policy" (Page of contact)
As seen above, insurable damages are identified in your documentation as your responsibilityNonetheless, we have worked closely with the insurance provider, who have agreed to provide you with a significant concession in the chargeable damages, from $*** down to $***
It is important to consider the following if you choose to sell your vehicle privately:
A vehicle cannot be sold privately with a lien owingIf you pay the full balance owing of roughly $*** before your vehicle is sold, then sell it privately for $*** (as you've suggested), you are still left with a deficit of $*** after the sale
Alternatively, if you proceed with your Walkaway claim, you are responsible for the reduced damages cost of $*** because your Walkaway insurance covers the deficit on your loan
To clarify, your vehicle would not be sold at retail for a considerable profitIt would be sold at wholesale with a local auctionWe have researched the market carefully to determine the current wholesale value of your vehicle, based on its age, kilometers, market demand and condition
We confirmed that your claim was approved in only eight business days; received on April 27, and approved on May 8, Following the approval, all payments you've received have followed the terms of your policy as written in your documentation
Customer satisfaction is of great importance to us at O'Regan's and as a proud member of the Revdex.com for over years, we review each customer concern carefully in an effort to provide a reasonable and just solution
We regret that you've been dissatisfied with the terms of your Walkaway insurance policy, which is why we have contacted them directly on your behalfAs mentioned, the excess damages have been reduced for you from $*** to $***
Thank you for allowing us the opportunity to review this situation
Final Consumer Response /* (4200, 11, 2017/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You have said nothing new and continue to go back to what you already said, the vechicle has been returned to the dealer with a cheque for *** and pics were taken on O'reagans lotI would like the pics to be posted online and an explanation as to where all the damages areStill looks like a fairly new vechicle and has less than 80,klmsI am getting ripped off and I would like to make the public aware of what went onHavethem look at the car and see for themself that there is no damage except for regular wear and tearYou tell me that surface scratches are excessive, well were they there when I bought the car and how many cars on the road today have these same types of scratches on themYou tell me it is insurable damage so should an insurance company repaint a car every months because I am sure that within months you will get some type of scratchLets put the pics of the car out there and let the public view them!!

I am rejecting this response because:Oregans rejected to honour a full week refund or exchange which I came to find out was mandatoryRefused to honour out of pocket costs ( registration, work taken off, my vehicle towed there ) they even took a day off of their mandatory exchange policy because I started the paper work a night priorThe whole contract shouldn't even be considered valid after follow up information from the banks, the information given by their sales staff and finance manager was misleading and untrueThe way this company backs up and does not reprimand their finance manager for giving information and even untrue claims of using Scotia bank to provide such information speaks volumes

Initial Business Response /* (1000, 5, 2016/09/17) */
I'm sorry she feels that wayOur prices are firm on day one and are extremely reasonable compared to retailThe piece did have a chip on the underneath side of the lid that was not visible from the outsideHer opinion was that $was too
much for this piece as she is A collector of these itemsI went to my iPad ,researched the piece and most of them online we're going from $28-$38....So $was a very good priceI told her my research did not substantiate lowering the priceI did not call her a liar I did tell her that we are not bottom feeders in the businessShe went ahead and bought the piece anywayI do not understand why if she was so upset with my response she went ahead and purchased this item from our company
Initial Consumer Rebuttal /* (3000, 7, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will admit, I misheard what was saidI understand your pricing is firm on day oneThere were multiple chips on the bottom of the piece, not just oneThe pricing you pulled up were for pristine conditioned piecesI bought the piece, trueeven though I was upset and your attitude with me was as though you were angry that I would even ask, because I wanted the pieceI asked for 1-dollars off the price due to the damage, not half price or something unreasonablean actual apology and a little understanding and kindness goes a loooong wayI'm not asking you for money or anything, just treat your customers better

Through post-sale discussions we came to understand that *** *** was not fully satisfied with her purchase decisionO'Regan's *** Dartmouth extended multiple offers by way of resolution including a full refund of the complete vehicle purchase. We regret that none of the proposed
resolutions were satisfactory. The resolution that *** *** was looking for to resolve her concern around the vehicles capacity, add more seats to the vehicle, was simply not possible and therefore could not be providedNo misrepresentation was intended on behalf of the dealership, as evidenced by the offer for a full refund

Initial Business Response /* (1000, 5, 2016/01/27) */
We pride ourselves on giving customers many options when purchasing a snowplow. In this case we quoted 2 different models one being heavier than the other. We will give our opinion of which plow they should purchase after asking them to describe...

what they're plans are currently and in the future use of the plow. Then we leave the decision solely to the customer. We stock and sell both units that were quoted to the customer. It was the customers decision on which one he wanted to buy. Meyer products and GMC truck approve this snowplow for his truck. It was explained to him that it was heavier at the time of purchase. Snowplows are not something that is easily swapped out. The snowplow was purchased on Dec 3rd and not brought to our attention until the week of January 18th after the snowplow was used which causes another issue with swapping it out for another one. There is nothing wrong with using this snowplow on his truck per the manufacturers guidelines with proper ballast weights and transporting at the manufacturer suggested speeds. We install many of these plows on this exact same truck every year. Anymore concerns should be sent to Meyer Products the manufacturer who approved the installation of their product onto his truck.

Mr. [redacted] book a non-cancellable nonrefundable advance deposit reservation for Thunder Weekend. He was informed of the terms of the reservation at the moment of booking. As Mr. [redacted] call to...

cancel his reservation, he was informed that as a curtesy we will place his room on the market and if we are able to re-sell his room, he we will reimburse his advance deposit.  Room was sold on 04/23/2016, credit card was credited the advance deposit, a  copy of the Hotel folio with applied credit was e-mail to [redacted], also guest was contacted by [redacted] on 04/23/2016, he was informed that the room was sold and we credited his advance deposit, he was delighted.Thank you [redacted]  I  Director of Hotel Services

Initial Business Response /* (1000, 10, 2015/09/30) */
There is no question that there was an issue with the air conditioner in[redacted]. Repairs were attempted on more than one occasion at our reconditioning centre, none of which resulted in a fix. The vehicle was then taken to...

our [redacted] service department where it was in fact fixed, but then a different part on the air conditioner broke shortly after.
Along with contacting the Revdex.com, [redacted] also contacted [redacted], the General Sales Manager at the [redacted]h where she purchased the [redacted], and [redacted] has worked with [redacted] to help her select a different vehicle that she is satisfied with. [redacted] will be picking up her new vehicle tomorrow.
The[redacted] has never denied that there was an issue with the air conditioner in[redacted] . The management there worked with [redacted] to try and repair the air conditioner, and when that proved to be unsatisfactory, they worked with [redacted] to exchange the [redacted] for a vehicle she is satisfied with. As far as we are concerned, this issue has now been resolved; however, if [redacted] feels otherwise, we would as her to please contact [redacted] with any remaining concerns.
Initial Consumer Rebuttal /* (2000, 12, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just picked up my replacement car for the[redacted]. I am happy to say I am very satified with the way O'Regan's handled the situation. They where very accomadating and profrossional. The General Sales Manager was wonderful to deal with. My trust in O'Regans has been restored.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12609707, and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2016/02/25) */
[redacted]
Thank you for taking the time to communicate your concerns regarding the gap and subsequent damage to your [redacted]'s interior left...

side rear panel.
The following summarizes the service and parts history for the left side rear panel:
On October 17th 2015 [redacted] We ordered left side rear panel because panel would not properly clip into place.

On November 6th 2015 - [redacted]: We installed the above ordered panel [redacted] under warranty. At this time, we noticed that the panel had a slight gap. We thought that the panel was defective and re-ordered another panel.
On January 19th 2016 - [redacted]: We installed another left side rear panel [redacted]. The gap above this panel was the same as the first replacement panel, as well as the original factory installed panel.
We certainly understand your frustration with the panel fit. As seen above, we have not lied about replacing this part. On the contrary, new parts were ordered and subsequently installed on two separate occasions. We have since compared your panel's gap with the same panel of a new [redacted] currently in our inventory. This new vehicle has the same gap above the left side rear panel as your vehicle. This finding is consistent with the feedback you've received from [redacted]; that this gap is a normal characteristic for the [redacted] and falls within their normal standard of quality variances.
We would also like this resolved. We are limited to the factory replacement parts supplied by the manufacturer; however we welcome the opportunity to address any damage to the panel or adjacent panels done at our shop. Please contact our [redacted], [redacted], to have this issue addressed. He will ensure that this is handled efficiently and thoroughly [redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good afternoon,
I do not accept this response because the panel has not been changed at all. I have before and after pictures showing the same identical marks on them.
They changed the clips and did so [redacted]. The resultant gap is not only wider but also shows the clips now, which is not the way it was or should be. As well, the panels have marks that weren't there before.
[redacted]
Final Business Response /* (4000, 10, 2016/02/29) */
February 29th, 2016
We spoke with [redacted] today by telephone. The lower left side rear panel was replaced twice. We now have the upper left side rear panel on order and will replace it under warranty in an attempt to reduce the panel gap and unsightly clips. We will repair any scratches on the lower panel at that time. We will be contacting the client when the part arrives to have it installed. The part is currently in [redacted] and due to arrive in one week.
[redacted]

As a [redacted] Dealer, providing the OEM part is always our preferred course of action due to the available parts and labour warranty.  Unfortunately in this situation the OEM part was not immediately available and where it was an emergency situation the aftermarket part was offered.  The...

customer opted for the aftermarket part in the interest of time.  Aftermarket parts on the whole are more costly for the dealership due to procurement and handling costs.  The price charged was our standard markup and was indeed more that the manufacturers suggested retail price for the aforementioned reasons.

O'Regan's [redacted] Dartmouth maintains that no misrepresentation was intended on behalf of the dealership, as evidenced by the offer for a full refund.  The customer would not have been "out of pocket costs" but would have been refunded fully.  O'Regan's [redacted] Dartmouth feels that any and all concerns with regard to this purchase experience, be it with the vehicle itself or the financing, would have been remedied with a full refund.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.